Associate, Customer Experience

About the Team The Advanced Case Escalations, ACE, team is responsible for identifying and resolving the systemic gaps that drive executive escalations. We operate at the intersection of Support, Product, Policy, and Operations, conducting structured root cause analyses on high-impact cases and translating findings into scalable fixes. Our mandate is twofold, resolve critical customer pain points in the near term and eliminate the upstream drivers that create repeat friction, strengthen accountability across partners, and sustain improvements to the end-to-end customer experience. About the Role As an Associate, Customer Experience on the ACE team, you will apply data science and AI to uncover systemic drivers of executive escalations and support friction. You will design and deploy models that structure unstructured case data into scalable taxonomies, automate postmortem analyses, and surface clear root causes. This role goes beyond reporting, you will translate complex datasets into executive-ready insights and partner cross-functionally to drive measurable reductions in Overturned Rate and M Team Escalations. Success requires strong technical rigor, structured thinking, and the ability to convert analysis into durable operational and product improvements. You’re excited about this opportunity because you will… Deploy AI-driven solutions to identify systemic support gaps and convert unstructured case data into actionable taxonomies. Own the development of scalable case classification models that improve visibility into root causes and reduce noise in escalation channels. Translate complex datasets into executive-ready insights that influence product, policy, and operational decisions. Partner cross-functionally with Product, Engineering, and Operations to close upstream gaps and prevent repeat issues at scale. Operate at the intersection of data science and business strategy, using analytics to drive measurable customer and operational outcomes. We’re excited about you because… You bring a strong foundation in data science, statistics, or a related quantitative field, and can translate theory into practical business applications. You are fluent in SQL and Python, and have experience working with large, messy datasets to extract structured, decision-ready insights. You think in systems, not symptoms, and can deconstruct complex support issues into clear, root cause categories. You are comfortable building and deploying machine learning or AI-driven models that drive measurable operational impact. You communicate complex analyses clearly and concisely, tailoring insights for both technical and executive audiences. You operate with a bias for action, moving from analysis to recommendation to implementation without overengineering. You are detail-oriented, intellectually curious, and motivated by improving customer experience through scalable, data-driven solutions. You thrive in cross-functional environments and can influence stakeholders using evidence, logic, and structured thinking. We expect this position to be filled by 5/6/26. Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024. The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey Compensation The successful candidate’s starting pay will fall within the pay range listed below and is determined based on job-related factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. Base salary is local ... (truncated, view full listing at source)